--- title: Understanding the vis|ability Support and Escalation Process description: The Support Process --- [Skip to content](https://knowledge.vis-ability.com/en/vis-ability.co-knowledge/understanding-the-visability-support-and-escalation-process#main-content) [![viz2020-dark-Jul-07-2026-10-21-54-0124-PM](https://knowledge.vis-ability.com/hs-fs/hubfs/viz2020-dark-Jul-07-2026-10-21-54-0124-PM.png?width=250&height=59&name=viz2020-dark-Jul-07-2026-10-21-54-0124-PM.png)](https://www.vis-ability.com) Open main navigation Close main navigation - [Contact us](https://www.vis-ability.com/contact-us) [Contact us](https://www.vis-ability.com/contact-us) How can we help you? - There are no suggestions because the search field is empty. 1. [Vis|Ability Knowledge Base](https://knowledge.vis-ability.com/en/vis-ability.co-knowledge?hsLang=en) 2. [Help and Support](https://knowledge.vis-ability.com/en/vis-ability.co-knowledge/help-and-support?hsLang=en) 3. [Support Resources](https://knowledge.vis-ability.com/en/vis-ability.co-knowledge/help-and-support?hsLang=en#support-resources) October 7, 2026 # Understanding the vis|ability Support and Escalation Process **Overview** **[![Support Process](https://knowledge.vis-ability.com/hs-fs/hubfs/Support%20Process.png?width=670&height=447&name=Support%20Process.png)](https://knowledge.vis-ability.com/hubfs/Support%20Process.png?hsLang=en)** When you request assistance from vis|ability, our goal is to get your question or issue to the right resources as quickly as possible and keep you informed throughout the process. Not every support request follows the same path. Some questions can be answered quickly through guidance or existing Knowledge Hub resources or documentation, while more complex issues may require additional troubleshooting, remote assistance, coordination with your System Integrator, or escalation within the **vis|ability** team. This article explains what happens after a support request is received, how issues are investigated and escalated, and what you can expect through resolution and closure. **Note: Support Notifications** Throughout the support process, you will receive email notifications at three key points: **Ticket Received → Ticket Resolved → Ticket Closed** These notifications help keep you informed about the status of your request. The final **Ticket Closed** notification will also include a description of the resolution and any supporting documentation provided by the Support Team, giving you a record of how the issue was resolved. **Step 1: Your Request Is Received**  When a request for assistance is submitted to vis|ability, a **support ticket is created** so the request can be tracked throughout the support process. Once the ticket has been created and assigned, you will receive an **email notification confirming that your request has been received**. This notification lets you know that your request is in our system and has entered the support process. Your ticket provides a central location for tracking the issue, documenting troubleshooting, and maintaining communication through resolution and closure. If additional information becomes available after submitting your request, provide it to the Support Team so it can be added to the ticket. **Step 2: Initial Review and Assignment**  The **vis|ability** team will review the information provided and determine the appropriate next steps. During the initial review, the team may consider: - - The system or site affected - The issue or behavior being reported - Users, workstations, displays, or other components affected - When the issue began - Screenshots or error messages - Logs or other supporting information - Troubleshooting already performed - The overall impact on system operation The ticket will then be assigned to the appropriate team member for further investigation. Providing complete and accurate information when submitting your request can help make this initial review more efficient. **Step 3: Information Gathering and Troubleshooting** The assigned team member will begin working through the issue using the information provided. Depending on the request, troubleshooting may include: - - Asking additional questions - Reviewing system information - Reviewing logs or error messages - Providing troubleshooting steps - Confirming configuration or system behavior - Coordinating with your System Integrator - Remotely connecting to the system when appropriate You may be asked to provide additional information during this process. Whenever possible, the Support Team will work to reproduce, isolate, or identify the cause of the reported behavior before determining the appropriate resolution or next step. **The more information available, the easier it is to understand the issue and move toward resolution.** **Step 4. Escalation When Needed**  Some issues require additional expertise or investigation beyond the initial support process. When necessary, the Support Team can **escalate the ticket internally** to the appropriate vis|ability resource. Depending on the issue, this may include: - - Senior support personnel - Product specialists - Engineering resources - Software development - Other technical resources Escalation does not necessarily mean that an issue is more severe. It may simply mean that additional expertise, testing, system information, or product-level investigation is required. The Support Team remains part of the process and will continue coordinating the request as it moves through escalation. **Step 5. Continued Communication**  Throughout the support process, updates and communication associated with your request are maintained through the support ticket. The assigned team member may contact you to: - - Request additional information - Provide troubleshooting steps - Schedule remote troubleshooting - Confirm system behavior - Provide progress updates - Coordinate with your System Integrator - Verify that a proposed solution has resolved the issue Responding to requests for additional information as soon as possible can help keep troubleshooting moving forward. You can also use the **vis|ability Customer Portal** to view support information associated with your account or organization. [**Open the vis|ability Customer Portal**](https://knowledge.vis-ability.com/tickets-view?utm_source=chatgpt.com&hsLang=en) **Step 6: Resolution** Once the cause of the issue has been identified and an appropriate solution has been provided, the ticket can be marked as **Resolved**. When the ticket reaches this stage, you will receive an **email notification letting you know that the ticket has been resolved**. Depending on the request, the resolution may include: - - Configuration changes - Guidance or recommended procedures - Software or system adjustments - Troubleshooting steps - Coordination with your System Integrator - Supporting documentation or Knowledge Hub resources - Other corrective actions For issues requiring additional product-level work, the Support Team will communicate the appropriate next steps as information becomes available. If additional assistance is needed after the ticket has been marked as resolved, contact the Support Team so the issue can be reviewed before final closure. **Step 7: Ticket Closure** Once the resolution process is complete, the support ticket will be **Closed**. You will receive a **final email notification confirming that the ticket has been closed**. The closing notification will include: - - A description of the resolution - A summary of the outcome - Any supporting documentation or resources provided by the Support Team This gives you a final record of what was done and provides information that can be referenced if a similar question or issue occurs in the future. The support ticket will maintain a history of the original request, communication, troubleshooting, and resolution. If a similar issue occurs in the future, referencing the previous ticket can provide helpful context to the Support Team. **A Collaborative Support Process** Successful troubleshooting often requires collaboration between the **customer, System Integrator, and vis|ability**. Providing accurate information, responding to troubleshooting requests, and communicating changes in system behavior can help the team investigate issues efficiently and move toward resolution. The overall support process is straightforward: **Request Received → Initial Review & Assignment → Troubleshooting → Escalation if Needed → Continued Communication → Resolution → Closure** Throughout that process, our goal is to make sure your request reaches the right resources, you remain informed, and there is a clear path toward resolution. 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